Hope you can help! 02 Issues.

999ewan

Hope you are all safe and well! 

First time poster!

I am having issues with the mobile network 02 and I am hoping you can assist. 

 

I am currently in a 24-month contract which started in August last year. Unfortunately, Since the end of January I have not managed to receive a signal on my device in and around my home where I would have normally received a signal.  This has been reported by myself and others within our village on several occasions. I constantly receive email updates stating that the issue has been resolved, but it has not.  

I am currently trying to run a business and its difficult enough during the pandemic.  When the issue was first reported, I could drive to an area where I would receive a signal. During the past week I have now not managed to gain a signal whatsoever, and because of Covid restrictions I am unable to go to the nearest town to receive a signal.  

 I have spoken with several 02 advisors about this issue and cannot give me any details on when this issue will be resolved. I have also spoken to advisors on 02 Facebook messenger services to which I have not had a reply since the 17th of February.  

 

Talking with their advisors on my wife’s phone, I have been given two prices to cancel, which is very confusing. First was £270 which I was ready to pay then the call was disconnected. I immediately called back then it was stated that it was £437.  I was then sent a PAC code which I can’t receive via SMS due the continuous signal issues.  

I am effectively paying for a service that I do not receive anymore. I completely understand that issues can arise but it has gone on too long. I am also aware that there is a cancelation fee which I was willing to pay as I can’t continue to run a business with the level of service I am receiving. But I am not willing to pay nearly double the amount that was stated only 15 minutes before!  

I hope you can assist in this matter as I’m getting nowhere with the complaints department who state the issue is resolved, but on the 02 signal checker it states that a mast is down.

 Any questions please do not hesitate to get in touch. 

 

Best regards, 

Ewan Diven 

 

Exemplar

Hi,

Is the contract personal or business? If personal you can't mention 'trying to run a business'

Second - do you have WIFI at home? can you use WIFI calling? If your broadband speed is reasonable the use that.

dazzaofdagenham

In these circumstances where a signal is the issue I would document everything in writing and send it recorded delivery....whilst these online chats maybe more convenient, I think putting things in writing is better for paper trial etc

999ewan

I have contacted them again today as I haven't heard back from the complaints team. I have now been quoted £519.42. 
😂

pbartlett

At some point you could consider OFCOM - part from anything else the complaints team should be getting back to you. How long since you officially complained to O2?

Keep a record of when you have no signal etc as at some point I would be claiming compensation as well as a release from the contract.